Customer Service Officer - Housing Services
Customer Service Officer - Housing Services
Posted on :
08-06-2025
Employer Active
1 Vacancy
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Monthly Salary
$ 76017 - 81512
Vacancy
1 Vacancy
Posted on :
08-06-2025
Job Description
Why join Launch Housing
Launch Housing is an independent Melbourne based community organisation passionately committed to ending homelessness. From providing high quality housing and an innovative range of support education and employment services we bring solutions to homelessness under one roof for thousands at risk of or experiencing the crisis and trauma of homelessness. With over 400 staff working across 16 locations in metropolitan Melbourne we combine direct action with advocacy research and innovation to drive widespread change.
Our people are the backbone of our organisation and supporting their wellbeing and professional development is critical to our ability to help our clients and the community. We value lived experience and diversity in our staff and provide high-quality training & supervision wellbeing days access to an Employee Assistance Program and much much more to ensure your career with us is fulfilling.
Dont just walk past homelessness. Join the solution.
Our permanent and fixed-term employee benefits include:
Contributing to useful and rewarding work and giving something back to the community
Wellbeing days ceremonial leave carers leave and study leave
Flexible working arrangements
Purchased leave
17.5% leave loading
8 weeks gender neutral paid parental leave after 12 months of service for both the primary and secondary carer
Training and career growth opportunities across Launch Housing
A portion of your income can be tax-free by salary packaging your personal expenses
Additional tax-free salary packaging on dining and accommodation expenses
Positive supportive and progressive work environment
About the opportunity:
The Housing Services Customer Service Officer is an entry-level position that reports to a Coordinator within one of the Housing Services Tenancy Management teams. This role plays a key part in delivering high-quality client-centred services to renters by performing a broad range of administrative and tenancy support tasks across the Housing Services property portfolio in accordance with the Residential Tenancies Act and Launch Housing policies procedures and systems.
The Housing Services Customer Service Officer is an on-site role responsible for supporting the three Tenancy Management Functions teams by managing incoming telephony including renter and caller triage and providing reception coverage as required. Acting as the first point of contact for incoming calls this role ensures the efficient and professional handling of enquiries directing them to the appropriate team for timely tenancy service delivery. The key responsibilities include liaising with our renters internal and external partners and a range of other relevant stakeholders as required to perform the day-to-day administration duties associated with tenancy management.
This is a permanent full-time opportunity based in Collingwood.
What youll be doing:
- Efficiently manages incoming telephony including renter and caller triage acts as the first point of contact ensuring all enquiries are handled professionally and directed to the appropriate team enabling timely and effective tenancy service delivery.
- Responding to renter and stakeholder enquiries in a timely and professional manner both verbally and in writing.
- Providing high-quality administrative support to the Tenancy Management team.
- Logging and tracking maintenance requests accurately.
- Managing property keys including conducting regular key audits.
- Scanning uploading and maintaining accurate digital records of documents.
- Preparing and processing mail merges and renter communications.
- Entering and maintaining data in the organisations CRM system.
- Collating renter sign-up packs and other relevant documentation.
- Maintaining an organised and accessible filing system.
- Overseeing and monitoring VCAT Hub notifications.
- Managing registered and non-registered mail including monitoring the shared team inbox.
- Provide reception coverage as required.
What were looking for (key selection criteria):
- Excellent interpersonal and communication skills both verbal and written.
- Good customer/client interaction skills.
- Accuracy in recording information.
- Demonstrated successful experience in front-end service delivery.
- Computer literacy consistent with contemporary Office systems.
- Demonstrated administrative skills including a high level of data accuracy and strong attention to detail.
- Ability to work autonomously.
- Ability and interest in establishing positive relationships with people of diverse backgrounds.
- Well-developed organisational and time management skills.
- Understanding of or a demonstrated commitment to upholding Child Safe Standards in the workplace.
- Strong communication and interpersonal skills with the ability to engage effectively with people from diverse backgrounds.
- Demonstrated commitment to the values of Launch Housing and our mission to end homelessness.
$76017.71 - $81512.96 a year
Superannuation
Not-for-profit salary packaging benefits
Additional wellbeing leave
Applications will be considered on rolling basis and will close on 15 June 2025. If you have any questions about this opportunity please contact Craig Cartwright on @.
How to apply
To apply for this opportunity please click on Apply for this job button. Please submit a cover letter addressing the key selection criteria and your CV.
For a copy of the position description please contact us at
Launch Housing offers a wide range of career opportunities and employs a diverse range of talent. We strongly encourage Aboriginal and Torres Strait Islander persons to apply!We acknowledge respect and celebrate Aboriginal cultures languages connections to Country and heritage customs and practices. Were committed to support Aboriginal peoples to obtain genuine and fulfilling career with us!
Launch Housing is a dog-friendly organisation which allows dog owners to bring them in some of our sites please contact the relevant Hiring Manager if you have any questions or concerns prior to your interview.
If you require reasonable adjustments at any stage of the recruitment process please let us know at
Launch Housing is committed to being a child safe organisation and has zero tolerance to child abuse. Our hiring process involves rigorous screening of applicants. All of our people including students contractors and volunteers must hold a valid Working with Children Check and satisfactory criminal history record check.
Launch Housing is an Equal Opportunity employer and supports accessible working arrangements for all. This includes people with a disability Aboriginal and Torres Strait Islanders culturally religiously and linguistically diverse people young people older people women and people who identify as lesbian gay bisexual transgender gender diverse intersex or queer. We acknowledge Lived Experience as a unique expertise and encourage people with a Lived Experience of Homelessness to apply. All applicants must have the right to work in Australia.
Launch Housing is working to become more trauma informed and as a leading employer in the homelessness sector it is important to let you know that you will hear stories of distress hardship trauma or violence when working with us. We encourage you to reflect on how this may impact you when considering applying for the role.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
Key Skills
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